Teleperformance Launches Fraud Risk Assessment Solution

Service to help identify and quantify the business impact of fraud risks within many phases of a call center agent's work

June 29, 2010

3 Min Read


SALT LAKE CITY, June 28 /PRNewswire/ -- Teleperformance, the world's leading provider of outsourced CRM and contact center services, today announced the launch of its Teleperformance Fraud Risk Assessment Solution, a new service intended to help identify and quantify the business impact of fraud risks within many phases of a call center agent's work. It reviews processes, applications, daily monitoring and reporting activities to provide a comprehensive assessment of risks. The primary goal of the Fraud Risk Assessment is to identify detectable vulnerabilities so that they can be removed or to implement early detection indicators for vulnerabilities that cannot be removed.

Teleperformance leads the industry with world-class, award-winning security measures in contact center information defense. Teleperformance Fraud Risk Assessment relies on knowledge of fraud trends, common and known vulnerabilities among client applications, and some of the ways an agent could circumvent controls within an application or process.

The Fraud Risk Assessment Solution includes reviewing a client's past incidents of fraud prior to the program moving to Teleperformance, application vulnerabilities, environmental controls, recruiting, training goals, operation expectations and compliance and regulatory requirements. Benefits of the discovery can:

-- Reduce many fraud risks -- Provide early warning indicators when the risk cannot be eliminated -- Reduce the risk of fraud and data theft -- Protect a company's brand from a public data breach -- Build a security-conscious culture -- Reinforce customer trust and reduce churn -- Uncover gaps that may put intellectual property at risk -- Inform and improve internal compliance efforts -- Improve security and efficiency of data flows -- Reduce the risk of regulatory action, fines and lawsuits

Teleperformance's team of security professionals who conduct the Fraud Risk Assessments have extensive training and hold the following credentials:

-- CISSP Certified Information Systems Security Professional -- CFA Certified Fraud Examiner

"Preventing fraud today is more complicated than ever before," said Dominic Dato, executive chairman of Teleperformance USA. "Organized crime has become incredibly sophisticated, with multiple ways of penetrating the contact center, committing fraud and identity theft. The damage to a company's bottom line as well as brand can be staggering. The Teleperformance Fraud Risk Assessment is a critical first step to mitigating the monetary risk and protecting the brand."

"We're proud to be the leader in contact center security prevention and thrilled to be offering our Clients this superior new program," adds Brent Welch, CEO of Teleperformance USA. "Teleperformance Fraud Risk Assessment offers an unparalleled approach to fraud prevention, leveraging the world's best talent, technology and processes."

"The Fraud Risk Assessment is another example demonstrating Teleperformance's commitment to offer our clients a program that is typically significantly less at risk than before the Fraud Risk Assessment," said Bruce Wignall, Chief Information Security Officer Teleperformance Group.

The Teleperformance Fraud Risk Assessment is part of a four-phase security-enhancing program. Proceeding phases include intensive employee selection, thorough employee education, and program launch with anti-fraud controls.

About Teleperformance

Teleperformance (NYSE Euronext Paris: FR 0000051807), the world's leading provider of outsourced CRM and contact center services, has been serving companies around the world by developing and managing customer acquisition, customer care, technical support and debt collection programs on their behalf. In 2009, the Teleperformance Group achieved euro 1.848 billion revenues (US$2.6 billion - average exchange rate at December 31, 2009: euro 1 = US$1.39). The Group operates about 83,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 270 contact centers in 50 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.

CONTACT: Elizabeth Gordon 1-408-840-9883

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